Your experiences of Direct Payment

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Summary of report content

Healthwatch Buckinghamshire carried out a survey, a focus group, and telephone interviews to understand people’s experiences of direct payments. This research was carried out to provide feedback for the co-production of a new Direct Payment policy document.

The survey ran between 24 June and 31 July 2021 and was completed by 127 people in receipt of direct payments from Buckinghamshire Council. 3 participants took part in the focus group and 4 were interviewed over the phone.

The report identifies that people would like a quicker set up, more support, and a contact point when setting up direct payments. People would like better communication and more training for managing their direct payment.

Report recommendations

  • Clear and concise wording – written in plain English with easily digestible chunks, and clear explanations of eligibility, responsibilities, and processes
  • Accessible to all – people should be provided with a copy of the policy in a format suitable for them
  • More support and training – online workshops and videos should be made available to support the information in the policy wording

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General details

Report title 
Your experiences of Direct Payment
Local Healthwatch 
Healthwatch Buckinghamshire
Date of publication 
Wednesday, 24 November, 2021
Date evidence capture began 
Thursday, 24 June, 2021
Date evidence capture finished 
Saturday, 31 July, 2021
Key themes 
Information providing
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Local Council
Primary research method used 
Focus group
Structured interview

Details of health and care services included in the report

Social care services 
Adult social care

Details about conditions and diseases

Types of long term conditions 
Another long-term condition
Learning disability
Mental health condition

Details of people who shared their views

Age group 
All people 18 and over
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.